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Benjamin Ensor

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Benjamin serves eBusiness & Channel Strategy Professionals. His research focuses on how consumers perceive, adopt, and use new technologies and what that means for business executives at consumer companies, encompassing topics like customer segmentation, business models, and managing multiple distribution channels.

His research explores how emerging technologies like the Internet and mobile phones affect consumers' behavior, what motivates their use of different channels for different tasks, and how new channels and technologies are changing consumers' media consumption and their relationships with consumer firms like retailers and financial services companies. In particular, he specializes in understanding the effect of the Internet and other new technologies on business models in retail financial services, including payments, banking, lending, investments, and insurance.

During his 13 years at Forrester, Benjamin has worked in the company's Consumer Technographics®, financial services, and eBusiness channel & product management professional teams. He is based in Forrester's London office.

Previous Work Experience

Before he joined Forrester, Benjamin was an analyst at Fletcher Research, the UK Internet research company that Forrester acquired. There, he researched the nascent online retail, online financial services, and online advertising markets. Before joining Fletcher Research, Benjamin worked as a financial journalist in London for four years.


Education

Benjamin has a degree in modern history from Trinity College, Oxford.

Research Coverage:

Consumer Mobile Activities, Consumer Mobile Adoption, Cross Channel Strategies, Customer Advocacy, Customer Experience Management, Email Customer Service, In-Store Technologies, Mobile Channel for Consumers, Mobile Web, Multichannel Customer Experience, Phone Self-Service, Social CRM

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11 results in Reports

  • Benjamin Ensor
  • Customer Intelligence Strategy and Process
  • Financial Services

  • For eBusiness & Channel Strategy Professionals

    Report:Will The iPhone Boost Mobile Banking?

    Benjamin Ensor, Alexander HesseDecember 11, 2007

    Five months after Apple launched the iPhone in the US, the iPhone has gone on sale in Europe. Now banks are asking: "How will it affect mobile banking?" We think that the iPhone is an important...

    • Downloads: 779

  • For eBusiness & Channel Strategy Professionals

    Report:Topic Overview: European Retail Financial Services

    Benjamin EnsorApril 27, 2007

    Forrester's European retail financial services research helps marketing and strategy executives understand emerging trends in consumer attitudes, business, and technology. Our research spans the...

    • Downloads: 945

  • For eBusiness & Channel Strategy Professionals

    Report:The Sources Of ING Direct's Success

    How ING Direct Won 17 Million Customers While Still Making A Profit

    Benjamin EnsorApril 05, 2007

    ING Direct first opened for business in Canada 10 years ago. In the decade since, the company has become the most successful direct bank in the world with more than 17 million customers in nine...

    • Downloads: 766

  • For eBusiness & Channel Strategy Professionals

    Report:How To Win Retail Deposits In The Credit Crisis

    Fourteen Quick Things To Do To Sell More Savings Products Online

    Alexander Hesse, Benjamin EnsorOctober 16, 2008

    The acute worsening of the financial crisis following the collapse of Lehman Brothers on September 15, 2008, has left many banks desperate for retail funding. As the business owners of a major...

    • Downloads: 592

  • For Customer Insights Professionals

    Report:Marketing Financial Services To Young Consumers

    Benjamin EnsorApril 19, 2007

    The financial needs of today's young consumers are much the same as those of their parents at the same age. But their expectations and behavior are quite different. As they grow older, we expect many...

    • Downloads: 538

  • For eBusiness & Channel Strategy Professionals

    Report:In The US, Few Use Financial Comparison Sites

    Benjamin Ensor, Peter WannemacherSeptember 05, 2008

    More than 9 million US adults have used a comparison Web site to research a financial product, and one-third of US online financial researchers say they trust product comparison sites. US online...

    • Downloads: 364

  • For eBusiness & Channel Strategy Professionals

    Report:Online Banking Holdouts Still Want Security Guarantees

    European Net Users Want Security Guarantees And Incentives To Bank Online

    Benjamin EnsorJune 21, 2007

    Some 84 million European Net users who could bank online don't do so. Only one-third of these online banking holdouts say that nothing would persuade them to adopt online banking. The remainder say...

    • Downloads: 281

  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate European Banks

    Benjamin EnsorNovember 02, 2007

    Customers who see their main bank as a customer advocate that does what's best for them, and not just what's best for its profits, are more likely to consider it for future financial purchases. On...

    • Downloads: 299

  • For eBusiness & Channel Strategy Professionals

    Report:The UK's Nationwide Puts Its Members First

    A Case Study In Experience-Based Differentiation

    Benjamin EnsorAugust 15, 2007

    In the late 1990s, the UK's Nationwide Building Society faced a challenge — many members were pushing the institution toward demutualization. Nationwide rebuffed this move by improving its...

    • Downloads: 228

  • For eBusiness & Channel Strategy Professionals

    Report:How European Young Professionals Research Financial Decisions

    Benjamin Ensor, Reineke ReitsmaNovember 20, 2007

    Young professionals are an attractive group for financial companies — they are an affluent segment of the population, whose incomes are likely to grow with their career paths, and who have an...

    • Downloads: 220

  • For eBusiness & Channel Strategy Professionals

    Report:Who Wants Pay-As-You-Drive Insurance?

    Half Of Europe's Online Car Insurance Owners Are Interested

    Benjamin EnsorMay 03, 2007

    Pay-as-you-drive insurance has caught the attention of insurance executives and consumers like few other financial product innovations. Our research among European Net users shows that more than half...

    • Downloads: 192
 
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